Training Lead

4 weeks ago

Syracuse, United States National Safety Council Full time
Save lives, from the workplace to anyplace.

The National Safety Council is America's leading nonprofit safety advocate. We focus on eliminating the leading causes of preventable injuries and deaths. Through leadership, research, education, and advocacy, NSC focuses on areas where most unintentional injuries and deaths occur.

We are currently looking for a Training Lead (CSR II) to join us in our mission to save lives and prevent injuries.

Position Highlights:
Provide quality customer service to various parties including students, instructors, and other stakeholders in an omnichannel contact center environment. Accurately enter customer information into business systems and complete routine transactions. Expertly train new and existing colleagues to handle customer contacts, meeting defined quality standards and assuring contractual regulatory compliance. Design and create training plans, process documents, skill assessment tests, job aids, contact flows, and other resources to support team performance and consistency. Assist with quality assurance review and feedback preparation, addressing issues and areas of improvement through training and reference material and job aid creation.

What You'll Do:
  • Professionally handle customer support calls, chat, email and/or other communication, meeting defined performance expectations and contractual regulatory requirements.
    • Follow documented customer interaction flows.
    • Provide specific and unique program information accurately to customers.
    • Apply empathy, listening, and service techniques to defuse situations and avoid contact escalation.
    • Use job aids, reference materials, program training, and apply problem-solving skills to assist customers.
    • Accurately enter customer information into business systems and complete routine transactions.
    • Efficiently communicate through chat and email to research and resolve customer inquiries.
    • Accurately input student data and process live credit card payments while maintaining data confidentiality.
    • Clearly and concisely document customer interactions with account notes in business systems.
  • Expertly train new and existing colleagues to handle customer contacts while meeting defined quality and customer satisfaction standards.
    • Design and create training plans, process documents, user guides, skill assessment tests, job aids, contact flows, and other resources to support team performance and consistency.
    • Conduct deskside coaching, mentoring, and team continuing education sessions based on quality assurance evaluation and team feedback.
    • Assist with quality assurance review and feedback preparation, addressing issues and areas of improvement through training and reference material and job aid creation.
  • Proactively communicate repetitive or widespread customer concerns to management for resolution; recommend process changes.
  • Distribute and ensure the processing of returned mail-in business systems.
  • Provide Level 2 customer support via escalated phone calls, chat, and email
  • Perform other related duties as assigned.


We're Looking for Someone with:
  • High school diploma or equivalent.
  • At least three years of experience providing customer service in a contact center environment.
  • At least two years of experience training others, preferably in a contact center environment.
  • Intermediate experience with Microsoft Office.
  • Proven ability to train others, and experience with multiple learning styles.
  • Excellent verbal and written communication skills.
  • Excellent interpersonal and customer service skills.
  • Strong customer service and team orientation.
  • Data entry accuracy and integrity.
  • Payrate is $20/hour English-only, $21/hour bilingual Spanish or Portugues


Reasons You'll Love it here:
NSC cares about the safety, health, and overall well-being of our employees. We offer competitive benefits, resources, and tools to promote a work-life balance that supports employees during all phases of life. We offer the following:
  • At least 20 PTO days accrued 1st year and 11 paid holidays
  • Flexible work arrangements
  • Comprehensive medical, dental, vision, and life insurance plans
  • Flex spending accounts for medical and dependent care
  • 403(b) & Roth 403(b) with employer match up to 6%
  • Reimbursable training
  • Student loan pay-down
  • Dress for your day

We believe that you can't be safe if you don't feel safe. Feeling safe requires a commitment to equitable policy implementation and promoting diversity in the safety profession. We must cultivate our own diverse, inclusive, and equitable work environment to deliver on our mission to save lives, from the workplace to anyplace.

NSC is an equal-opportunity employer.

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